Quick Answer
The answer is a standard change. This is correct because the request for a new software license for a standard application follows a pre-defined, low-risk procedure that has already been approved by the change authority, making it a standard change rather than a service request. In ITIL 4, a service request is a formal request for something that is part of the normal service delivery, like access or information, whereas a standard change is a pre-approved, repeatable modification to services or infrastructure. On the ITIL 4 Foundation exam, this distinction tests your understanding of change types versus request fulfillment; a common trap is confusing a standard change with a service request because both are low-risk and follow a procedure, but the key difference is that a standard change alters a service or component, while a service request does not. Remember the memory tip: if it changes the state of a service, it’s a change; if it just delivers something pre-existing, it’s a request.
This ITIL4F practice question tests your understanding of itil service value system. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A user requests a new software license for a standard application. The IT team processes this through a pre-defined procedure. What type of change is this?
Normal change
Why wrong: Normal changes require authorization via change advisory board.
Service request
Why wrong: Service requests are for standard pre-defined items; this is a change, but often handled as a service request.
Emergency change
Why wrong: Emergency changes are for urgent issues.
Standard change
Standard changes are pre-approved and routine.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
Standard change
Standard changes are pre-approved, low-risk, and follow a procedure.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
Normal change
Why it's wrong here
Normal changes require authorization via change advisory board.
Service request
Why it's wrong here
Service requests are for standard pre-defined items; this is a change, but often handled as a service request.
Emergency change
Why it's wrong here
Emergency changes are for urgent issues.
Standard change
Why this is correct
Standard changes are pre-approved and routine.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Detailed technical explanation
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
A practitioner preparing for the ITIL4F exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
Identify which ITIL4F exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
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FAQ
ITIL Service Value System — This question tests ITIL Service Value System — Read the scenario before looking for a memorised answer..
The correct answer is: Standard change — Standard changes are pre-approved, low-risk, and follow a procedure.
Identify which ITIL4F exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Read the scenario before looking for a memorised answer.
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Last reviewed: Jun 21, 2026
This ITIL4F practice question is part of Courseiva's free PeopleCert certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the ITIL4F exam.
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